Clause 9.3 Management review agenda

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Opening statement.

This should be used to set the scene for how the meeting will be run and in the context of communicating the desired outcomes of the meeting.

Review of previous meeting minutes, if applicable.

Ensure actionees have been allocated the timeliness agreed; this could include the effectiveness of any follow-up activity.

Review of issues 

Depending on how this is captured, e.g. SWOT analysis, this should be reviewed in terms of any new and or changing issues.

Note: ensure the ability to differentiate between internal & external. Also, any inputs and outputs are acknowledged.

Performance & effectiveness of the QMS.

Beyond the initiation certification decision, this section should state whether the QMS remains fit for purpose, in meeting the vision, mission and goals of the organisation. In addition, its adequacy in terms of scope and boundaries, along with effectiveness in achieving the intended results.

Trends in

• Customer satisfaction

Report against the latest results, e.g., net promoter score. Note: this could be evidenced in the context of customer service (see terms and definitions)

• Feedback from relevant interested parties

This could include outputs of stakeholder analysis. Note: best practice is also to include/identify which needs and expectations become its compliance and or contractual obligations.

• Objectives

Report progress and or if they have been met.

• Process performance for conformity of products and or services

Report on the control & assurance for the release of product and or service)

• Nonconformance and corrective actions

Include the status of issue resolution and any Pareto analysis.

• Monitoring and measurement of results

Refer to any linkage with objectives, and or Key Performance Indicators; Also, weekly, monthly, and Quarterly management information/Dashboards. Note: This should also correlate with objectives.

• Audit results

Report against the results of 1st, 3rd and if applicable, 2nd party audit, e.g. supply chain

Note: this is an opportunity to establish/review audit programme objectives, which should be consistent with the strategic direction, as well as support the management system policy and objectives.

• Performance of external providers

Report on management and performance against your supply chain: outsourcing, suppliers and subcontractors. Note: performance can be measured by exception, e.g. RAG status.

Resource management.

Consider both internal & external resources and capacity planning along with any constraints. Where applicable, a consultant's Roles and responsibilities matrix should be reviewed.

Risk & opportunities.

Consider this in terms of new and changing risk profiles, along with any changes in organisational context. Also, if any opportunities can be developed into objectives/KPIs.

Depending on the risk management framework used, if applicable, risk acceptance criteria should be reported here.

Opportunities for improvement.

Endeavour to correlate initiatives from all inputs, e.g. staff suggestions and client feedback.​